Job Description

Arrears & Customer Support Administrator
Who are We
Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.
With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.
As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.
What will you be doing?
To carry out various Arrears & Customer Support duties, within our Mortgage Support function.
This role involves Hybrid working model. You will need to be flexible and be able to commit to working shift patterns which may be introduced at a future date.
About the role
Role Specific
To work within the Society's Collections (Arrears) Team to provide an excellent service to customers in payment shortfall - to carry out various administration duties involved in the collection of outstanding mortgage payments including;
Customer outreach - initiate contact with members who are in arrears or financial difficulty, assessing affordability and establishing suitable repayment plans that accommodate the customers financial capabilities.
Member Support - The role will also involve having sympathetic, constructive but also difficult conversations to find positive solutions for both the customer and the Society. Identifying and dealing with Vulnerable customers and signposting to external agencies as necessary.
Account Monitoring - regular review and taking necessary action on accounts in arrears or payment shortfall. Identifying early signs or pre-emptive awareness of payment difficulties.
Follow up procedures - implement follow up procedures for customers who have established repayment plans but have not yet made payment.
Reporting - produce reports on arrears statistics and performance management information highlighting key stages of escalation.
Legal & Repossession process management - oversee the entire legal and repossession process for accounts that have exhausted all other collection efforts. This includes collaborating with the Society's solicitors and assisting in administration for legal proceedings through to repossession.
Sales process - Coordinate with estate agents to establish the sale of Society properties.
Communication - Dealing with customer enquiries, solicitors, other third parties and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our various channels of communication, including telephone and online portals.
This role will help our customers by:
Making a positive impact during every customer interaction, efficiently and effectively having the right conversations, meeting customer needs and helping them with their queries.
Problem solving and building excellent relationships with our customers by telephone by providing a friendly, timely and professional service.
Valuing the opportunity to help and support our customers by providing information on our products and processes.
Being dedicated to finding the right solutions for our customers.
The skills required:
Dedication and a passion for helping customers is vital, with excellent listening and communication skills. Demonstration of:
The ability to provide high levels of customer service, going the extra mile for our customers.
The ability work to a very high standard of accuracy and attention to detail.
Strong keyboard skills and the ability to multitask, allowing you to navigate different systems and process information while supporting our customers.
The ability to learn different processes and to be flexible and adaptable to changing systems and processes.
Excellent organisational skills and enthusiasm to keep learning and developing new skills.
The ability to work independently within a fast-paced environment using your own initiative, as well as working cohesively with, and supporting other team members.
What's on offer?
Competitive salary
Hybrid working model
Annual KPI Bonus Scheme
Excellent pension with up to 20% employer pension contribution
Life Assurance Scheme
Group Income Protection
Health cash plan for money back on dental, optical costs etc
Generous holidays - 25 days plus up to 12 Bank Holidays
Extra day off for your birthday
Holiday purchase scheme
Opportunity to gain great exposure in supportive environment
Excellent training and volunteering opportunities
About the company
First and foremost, Progressive is a local organisation for local people. Founded in 1914, we put you at the heart of everything we do. We're a building society rather than a bank, so you can count on us to always put our customers' needs first.
Required Criteria

• Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
• High degree of accuracy of data input and attention to detail
• 2 year's customer service experience
• Strong MS Office and IT skills
• Strong MS Office and IT skills
• Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative
• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

• Previous experience working in a financial environment
• Telephony experience

• Answering Customer Questions
• Establishing Rapport With Clients
• Ability to Use Positive Language
• Data Entry and Basic Computer Skills
• Ability to Identify and Anticipate needs